Operations and Training Manager Admissions

Join Newport Healthcare: Transform Lives Through Meaningful Work!

Are you ready to embark on a rewarding career in psychiatric healthcare? At Newport Healthcare, we are passionate about delivering exceptional mental health services to individuals in need. Our comprehensive approach covers the entire spectrum of care, creating a wealth of diverse roles for those who aspire to make a real impact.

We believe in nurturing talent and fostering professional growth in a supportive environment. Here, you won't just find a job-you'll discover a fulfilling career path in the mental health field.

If you're eager to contribute to a mission-driven organization and help change lives for the better, we invite you to join our dedicated team at Newport Healthcare. Together, we can make a profound difference in the lives of those we serve!

The Admissions Training and Operations Manager is responsible for overseeing the training, development, and call/web/chat inquiry quality performance of Admission Coordinators and Representatives. This role ensures that all team members are proficient in handling calls, web inquiries, chat communications, and fax processing to provide exceptional service and support to prospective clients. The manager will design and implement training programs, create and enforce best practices, and continuously assess and improve Admissions Representative operational workflows. Additionally, the role involves monitoring performance metrics, addressing any operational challenges, and collaborating with other departments to enhance the overall admissions experience. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a commitment to fostering a high-performing team that excels in delivering timely and accurate information to prospective clients.

Essential Duties:

• Develop and implement training programs.
• Monitor and evaluate Admissions Coordinator and Representative performance and provide feedback to their managers and work to improve conversion rate.
• Establish and enforce best practices.
• Optimize operational workflows for the Admission Representatives.
• Manage daily operations of the Representative team.
• Manage all Admissions Representatives and provide one-to-one coaching and feedback for them.
• Ensure compliance and accuracy.
• Monitor interactions to ensure high-quality, responsive, and professional communication with prospective students.
• Address and resolve any escalated issues or concerns from prospective clients or other stakeholders.
• Prepare and present regular reports on team performance, communication metrics, and operational efficiency.
• Develop weekly and monthly department training based on dept needs.
• Timely complete all necessary documentation to keep electronic records up to date, including data entry requirements regarding conversations/interactions with families and providers.
• Maintain a high level of organization, adapting to changing priorities throughout the day, providing excellent customer service internally and externally.

Education and Experience Requirements:

• Bachelor's degree required or three (3) years of applicable experience in behavioral health field.
• Preferred 2 years in an Admissions or Healthcare Sales role.
• Experience as a Sales Trainer, Sales Manager, Sales Coach, or similar role within a call center environment preferred.
• Preferred familiarity with Call Center Technology: Salesforce, Vonage, Invoca.
• Knowledge of sales training techniques such as asking the right questions, features advantages and benefits, understanding and overcoming objections, role play etc.

Comprehensive Benefits and Competitive Compensation!

Newport Healthcare is an Equal Opportunity Employer.

Newport Healthcare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws.

Newport Healthcare is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process please email careers@newporthealthcare.com for assistance.